The following response is provided by Mitchell International to the inquiry dated November 14^th.

Inquiries:

• How is glass labor allowances derived and by whom?

• Labor times are developed by Mitchell's labor staff based on a combination of the following:

• Are glass data base time allowances documented through actual time studies, and if not, how are they established?

• Yes, hands on studies, in shops with glass installed by collision technicians or glass technicians.

• Are glass time allowances (or time studies) established utilizing average collision technicians or are they done by professional glass installers?

• Both, depending upon which method of installation the collision facility utilizes. Labor allowances are then normalized to represent a collision technician with 3-5 years experience.

• Are the glass labor allowances in the crash guide data base identical to the NAGS glass labor allowances?

• Yes, however, NAGS then adds a glass clean-up allowance to the labor time.

Porcelain Black-Out on Glass

• What function does the "porcelain black-out" have on urethane installed glass?

• It is our understanding the use is primarily protection for urethane from exposure to ultraviolet sunlight.

• Is the porcelain black-out repairable, if so, how?

• We are aware that adhesive manufacturers supply a touch up black primer commonly used when the painted ceramic "frit band" is chipped. When and how to perform a repair should be answered by the manufacturer.

• Do the OEM’s have an approved repair procedure for porcelain black-out repair?

• This question should be forwarded to the OEM's for their response.

OEM Service Information

• When an OEM offers a "Service Information Procedure" for a specific R&R / R&I operation, how is the time allowance established for this recommended procedure?

• Labor times are developed following the OEM recommended procedure information and ensuring all identified operations are included in the allowance.

• Is there a means to validate OEM service information if a "Service Information Procedure" is questioned?

• This question should also be forwarded to the OEM's for their response.

OEM Warranty and database times

• When do (if at all) OEM’s offer R&R or R&I time allowances (not just "service information") for collision related operations?

• The information is provided by many OEM's on an individual model by model basis. OEM's may be contacted regarding their individual coverage.

• Are the OEM recommended/suggested time allowances (related to collision repairs) documented through time studies?

• OEM time allowances are utilized primarily as a reference point. Time studies are utilized to establish or validate Mitchell's database labor allowances.

Data Base time allowance inquiry

• If a data base time allowance is questioned and the data provider feels the only means to confirm its authenticity is with an actual time study, what is your policy in resolving this "request for review"?

• Complete the labor time study in a prompt manner and resolve the issue as fast as possible.

• What length of time should it take to resolve a labor allowance "request for review," when a time study is the only means to determine the accuracy of the operation?

• Locating the vehicle with the specific operation in question would be the primary determining factor. Most studies are completed in a matter of a couple of weeks. Limited models may require a longer period to locate.

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